ManoMano mocked me and hung up on my face!! I am writing this complaint with a heavy heart. ManoMano has been extremely supportive of me, before. However, I now feel that their customer service (Nati, Valentine, Oliver, Juliano) is the worst. I have EVER received, they did not respect my rights as a customer and they are aiding the seller -Deuba- to perpetuate a culture of unprofessionalism and inappropriate demands. I have ordered a table in September and it arrived with damages. I contacted ManoMano to explain my issues. From September till now, more than 5 collections have been arranged, and the seller has FAILED all of them! They did not show up; they did not notify me; they only apologised to demand that I arrange another day for them to come and collect the item. I explained to both ManoMano and Deuba, that every time that a new collection is arranged (more than 5x), I take a day off from work, so I stay the whole day at home. I have lost 5 days from work, as neither Deuba nor ManoMano notified me that they will not show up it has created a lot of distress and hindered my mental health. I already take anxiety medication and as this problem has been going on for so long, I had to get my medication reviewed due to the pressures I have been put on by ManoMano and Deuba. Despite my health issues, I have always been forthcoming and tried to make all possible arrangements, for my table to be collected in the time frame. Unfortunately, I cannot say that ManoMano has done the same. I exchanged many emails and phone calls with ManoMano. I have always been honest and understanding. I believe that I have been too understanding. I have complied and worked with ManoMano to best resolve this situation. Nonetheless, I do not believe that ManoMano has done the same. I believe that ManoMano did not respect me as a customer and abused me as a person. Even after I explained to them that this situation has worsened my mental health and has caused me distress. As the seller had 5 FAILED attempts for collection, I contacted ManoMano and a Concrete Guarantee was opened. I was assured by Nati that it would be opened for 7 days and that it would expire on 11/11/2021 and that if the seller failed to collect the item, my money would be refunded. During that time, I continued to communicate with the seller and 2 more dates have been arranged for the table to be collected. Both of the 2 days were again a NO SHOW for collection! The seller, again, has not notified me to say they were not coming nor have they told me the reasons why they are NOT showing up. Yesterday, I had contacted ManoMano, otherwise, they would have just ignored the expiry date, to enquire about the future steps in getting my refund. I spoke to Valentine who demonstrated to be supportive of my discontent, at first. I asked to be transferred to a manager and he refused. I asked him to put me through to Nati, he said that she was not in. Then I asked to have my money back and he explained to me that he would "do it now" but that before it can be authorised, a supervisor has to agree. I explained to Valentine that I need my money and that the seller has not been professional in their handling of the situation. I went on to say, that I have been assured by Nati that after the deadline my money would be returned to me. I even told him that I am NOT willing to wait any longer because I have been giving a lot of me, already. Valentine repeatedly said that "it will be done, today" however, a supervisor would need to authorise it. On the same day, I called ManoMano again, to say that I have not received a confirmation email for my refund. I was told by a gentleman (who I did not get his name) that he "can see it; it is just waiting for the supervisor authorisation". I asked him how long it would take, as I need my money and he replied "not too long", and I was certain that my refund would be processed and this issue would finally be resolved. Today, I received an email from Valentine to state that he has received a response from the seller, and the Concrete Guarantee, which had expired, has now been extended until 18/11/2021 and that I "have to agree" otherwise, they will close the case and it will be deemed as my loss. I called ManoMano and spoke to Valentine. I told him that I was extremely upset with the new extension and that it was not fair on me. I have given the seller several dates/attempts. They were the ones who failed to collect the item. I have always been willing and made the appropriate arrangements for them to collect the table. The line kept on cutting off and I kept on telling him I could not hear. He hung up on my face and when I called back, I was informed that he is "on a break" at 10 am. As I mentioned before, ManoMano is disrespecting me and disregarding my gestures of goodwill for horrible customer service. I lost more than a week's worth of work - and they NEVER apologised for that! I am disappointed!!